Mobile Crisis Specialist

For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

The Mobile Crisis Specialist (MCS) is responsible for receiving, responding to, and triaging crisis and mobile crisis requests delivered via warm transfer from the Regional Crisis Call Center and 988. The MCS screens against the medical criteria for mobile crisis requests, ensures safety, coordinates care, and documents the interaction in a crisis data platform that creates dispatch requests. The MSC coordinates with the Clinician and Dispatcher team on shift.

• Shift Available: Monday -Friday, 10 am - 6:30 pm EST
• Fully Remote

• Respond to incoming calls for mobile crisis response across all contracts within scope of employee work; completes outbound calls, to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
• Demonstrate effective engagement skills.
• Screen incoming crisis requests resulting in safety and crisis resolution; effectively use the medical necessity criteria to guide crisis intervention based on acuity and risk.
• Utilize knowledge of crisis continuum alternatives to MCR when a person does not qualify, resulting in crisis or contact resolution.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure, suicide intervention and prevention, the behavioral health system, mental health and diagnostics, community resources, effective communication, active listening, and contact center industry standards.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated platform in accordance with policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/concise/logical verbal and written business communication.
• Plans effectively and adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources;

• Master's degree in a human services-related field id required, Social Work or Counseling preferred.
• Behavioral health professionals preferred
• Experience with crisis intervention and contact center training is strongly preferred.
• Experience working with learners in a virtual environment.

NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

If you're passionate about helping people achieve mental wellness, we encourage you to apply!